ComplaintsforTire Rack (The)

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (1). Here is my tire rack order info:Order Number: LH06137 Date Placed: 10/18/2023 Status: Shipped Order Total: $1,016.66 275/55R-20 General Grabber A/TX SL (Qty:4)Size: 275/55-20 Total Items Ordered: 4 (2) I bought tires form tire rack for my 84 year old moms car. Today, one of the tires had a catastrophic failure where the tread became completely separated from both sidewalls causing her to careen into oncoming traffic. Fortunately she and oncoming cars stopped and the damage is limited is a destroyed rim. The tires only had a few hundred miles on them.Please make this MORE than right. She now distrusts the tires and is scared to death!

  

  Business response

  02/01/2024

  We apologize for what must have been a very scary situation.  When a customer claims catastrophic failure and collateral damage, we must refer you directly to that manufacturer for investigation and resolution.  **** from our customer care department is reaching out to you today with the direct contact information for General Tire. 

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for tires last week, and upon their arrival, it became apparent that they were not suitable for my truck. Despite entering my truck details into the system, the recommended tires were not the correct size. I didn't scrutinize the size during the ordering process, assuming that the suggested tires would be compatible. Now, they are requesting me to cover the return shipping costs, although the error originated from the system's failure to indicate that the tires might not fit my truck. There were no warnings or indications that I would be held responsible for the compatibility issue.

  

  Business response

  01/26/2024

  We apologize for the inconvenience.  The order was placed through our website, and was ordered by a specific size tire, not by the vehicle, which would only show our recommended sizes.  A note was added to the order confirmation and to the order invoice stating that "The customer assumes responsibility for use on the vehicle", meaning it is not a size we list for the vehicle.  Tire Rack is very transparent in the ordering process as mistakes can be very frustrating and costly.  The offer was made to split the return shipping costs of $223.76 if a new order for the correct size is placed. 

  Thank you for the opportunity to respond to this complaint.

  Customer response

  01/26/2024

   I am rejecting this response because:
  
  There was nothing saying that it was not a recommended fit. When I called I was told it was my fault from one of you employees and that they would not help. There have been multiple complaints about this same thing happening before too. 

  

  Business response

  02/01/2024

  The offer to split the return shipping costs with a new order still stands.  The order had a warning note stating this is not a recommended fitment, and confirmation emails were sent as well - order and shipping.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought these tires last year and they had road protection on them. Earlier this month, I was driving into work in *************** and my low tire pressure light came on. I pulled over to the side of the road and my back driver-side tire was completely flat. I used my air pump to inflate the tire and continued to work. The car was driving odd and sluggish but I wasn't far from work so I continued. When I got to work the same tire was completely flat. There was visible rub and wear to the side wall which is where the tire and rim met the ground. I placed my spare tire on the car so I could get home. I talked to my wife and she said I should submit a claim to Tire Rack and buy new tires since I need to get to work every day. I took pictures of the tire for the claim and went home. When I got home, three other tires were flat. One tire had a gash in the side wall, one tire was just flat and one tire ended up having a s**** it in. I was told by Tire Rack customer service that I needed to file the claim, show receipt of the new tire purchased, and proof of professional installation. I did that. Then they say to show pictures. I did that before I got the tires installed, and then I uploaded my invoice for installation. They come back and say that there was damage to only one tire and they don't cover wear. All the issues came from the original issue of low tire pressure on the way to work. Their website even says that tires with damage to the side wall are not repairable. Two tires had that. The other tire has a s**** in it. I can't explain the one that was just flat because I didn't see where the hole could be. They only approved one tire and now it is too late to get the old tires back to retake pictures. Completely unacceptable. From there website: ***************************************************************************************

  

  Business response

  01/23/2024

  We apologize for the inconvenience.  In reviewing your account with *******************, and the pictures of the tires attached to the individual claims, it appears the claims were denied for the tires being worn, and the absence of road hazards.  Did you attempt to have the tire with the s**** in the tread repaired - although the s**** appears to be sitting between the tread blocks, and not actually through the carcass of the tire.  It's hard to determine from the angle of the picture.  The other pictures do not show evidence of road hazard, and the road hazard warranty does not cover the remaining tires on AWD vehicles, only the tire that failed from road hazard.  We see that one tire was approved and the claim was paid.

  Thank you for the opportunity to respond to this complaint.  There is no further action to take in this situation as the claims were justifiably denied.

   

  Customer response

  01/23/2024

   I am rejecting this response because: It is not fair to say that the tire is only wear damage. If something hits my tire and it starts to leak air, of course there would be wear damage if I'm already in the car and have to pull over. Your website states that damage could be done to the inside of the tire after 1 mile. I replaced the tire because I was told it was too far over for repair, same with the gash on the side. If you are going to say you wont cover something because of X,Y or Z and give no time for the rebuttal, that bad customer service. I cant even get the tires back to show what they look like off the car nor can I ask the company to type something up because the insurers have closed the case already. Terrible customer service. Its unfair and bad practice. Just say that you only cover blowouts on the road or massive damage. Unbelievable. If i would have known it was going to be this hard for warranty claims through this company, i would have never bought from them in the first place.
  
  
  

  

  Business response

  01/24/2024

  Again, we apologize for any confusion or inconvenience.  The tire that went flat and failed from road hazard was covered, and a claim paid.  One tire failing from road hazard will not cause the other tires to wear or fail unless they were already low on air, which is not necessarily due to a road hazard.  The pictures provided with the road hazard claims showed no evidence of road hazard damage, only tires that were worn.  This is not covered under the road hazard terms and conditions.  Only the tire that went flat from a road hazard would be covered.  

  Thank you for the opportunity to respond to this complaint.

  Customer response

  01/24/2024

   I am rejecting this response because: I am not satisfied. The tire that was the most worn was full of air when I left for work. The fact that something happened to the tire while driving the car, went flat and become the state that it is now, on the way to work, is not covered is unacceptable. I don't know what puncture it or caused the leak but it went flat while actively driving the car and became damaged to the point where it cant be fixed. That not being covered is ridiculous. Not satisfied at all. 
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order placed 10/30/2023 Order Total $2123.90 Was told with Advertisement when Applying for credit card and when making order I would get 6 months deferred interest if paid in full within 6 months. I did not get this and with many phone calls no resolve.

  

  Business response

  01/11/2024

  We apologize for the delay in getting this resolved for you.  Our Payment and ******************** has reached out to CFNA on your behalf again, and sent an email on January 9th alerting you that CFNA confirmed that you were hit twice with incorrect interest charges, and they are working to get it resolved for you right away.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I emailed Tire Rack and straight forward question asking if I still had coverage for a tire that had a slow leak in the sidewall and needed to be replaced but not immedietly.They responded wtih upload the receipt and they will reimbures me in the documents attached.I went ahead and bought a new tire from them and had the tire replaced.They then denied the claim for the original reason I had asked them about regarding coverage.I received multiple emails with not information other than the claim was denied.After receiving this emails I initiated a phone call where they said that the original message was an automated response to any claims placed in the portal.When I pointed out that this is not a good process and lead me to believe they would cover my warranty they admitted no fault and continued to deny the claim.I understand I was out of warranty but an automated email to any claim saying to replace the tire and then send in the receipte is a deceitful business tactic. Not only this but they directed me to a local Discount Tire which is owned by the same company. By the time I was aware that there would be no reimbursement the tire that was still in working condition was no long in my possession and I was stuck with the new tire i purchased from then under false pretenses.

  

  Business response

  01/15/2024

  We apologize for any inconvenience.  Per our records, and the customer's attached documentation with the third-party road hazard administrator, ***, the road hazard occurred on 5/1/2022 but the claim wasn't initiated until December 2023, after an 18-month delay.  When the claim is filed, a pre-approval is obtained.  However, the final approval and payment is based on the tire claim meeting all criteria, including the claim and replacement purchase taking place within days of the tire failure.  Original purchase date of the set of four tires - 5/7/2020 which means the road hazard coverage expired on 5/7/2022.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  TPMS installed in tires not working and Tirerack will not issue a refund

  

  Business response

  01/15/2024

  Thank you for your patience as we work to resolve this issue.  A credit has been issued for the sensors in the amount of $179.13 as a customer accommodation.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  01/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original purchase date(paid in full) on December 14. Bought a set of 4 tires on Dec. 14. Forgot to schedule installation, so I called to schedule and I was told 2 separate times I could just pay for the installation since the tires were already bought. I was charged everyday, which resulted I. The order being placed on hold, I called and confirmed appointment, I even received an email about confirmation. I then get charged day of installation, get a second charge for the tires again, then an email the same day saying that my order was cancelled. I called Customer Support today (Dec 21. 2023) and after I got transferred a few times, I get told too bad, I waited to long for them (even though Ive called more than once to confirm and was told everything was fine) and that Ill get my money back eventually.

  

  Business response

  12/29/2023

  We apologize for any confusion.  We made several attempts to contact the customer regarding the issue with the installation charge going through on the order.  After no response, the order was cancelled, and the pending authorization for the tires ($359.07) was removed.

  Thank you for the opportunity to respond.

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid full price for a set of winter tires, Michelin Pilot Alpin 5 SUV, 255/55/19, mounted on a set of 19 wheels that I also bought from Tire Rack. (Invoice# LN74913) Upon receipt of the package, I noticed that the tires are old stock, they were manufactured from Weeks 24 and 25 of 2021. Effectively, they are 2.5 years old. This is not the first time Tire Rack shipped old tires to me. The previous incident happened in August 2020, that Tire Rack shipped me a set of 3 years old Michelin winter tires.I asked Tire Rack customer service why they shipped old tires to me, their answer was that they are not considered old. I dont agree with that statement and I lose about 2 years of usable life from the tires when they are not on my car. I paid full price and I didnt get to pick what is fresh from the stock. Tire Rack should have discounted these old tires and provide transparency on their website noting the tires are more than 1 years old. But they didnt do that. The customer service rep said if I am not happy with the tires, I can return them. And when I inquired if Tire Rack will cover my cost of unmounting the tires and the return shipping, Tire Rack said they wont cover those. AGAIN, I didnt pick the tires from the stock, Tire Racks technician did. I didnt have a choice and got stuck with old tires. If I had to pay someone to unmount them and ship them back, it would have cost me over $400 dollars. Tire Rack knows this and know customer like me will be stuck with old tires because of this. It is very disappointing that I got stiffed by Tire Rack twice in three years. The least they could do is discount the lost of 25% life for the tires.

  

  Business response

  12/29/2023

  We apologize the customer isn't happy with the age of the tires purchased.  The *** dates on the tires are 6IMK00VX2521, meaning the tires were manufactured the 25th week of 2021.  The tires are just over two years old which is not uncommon for specialty tires since the tires are not manufactured as often.  Tire Rack sells the most current tires shipped to us from the manufacture and the warranty doesn't start until the tires are put into service.

  As a onetime accommodation, we can discount the tires by $50 each for a total credit of $200.  Please allow 3-5 business days to receive your credit confirmation email.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #KJ48524 Purchased two front brake rotors based on the website confirming they will fit on vehicle. The rotors the website confirmed would fit are for a different year model and Tire Rack refuses to refund me the full amount for the rotors or give store credit in the amount. I contacted the customer service and even after providing them with photos of the discrepancies and listings of the correct size of the rotor they refuse to give a full refund for the two rotors.

  

  Business response

  12/18/2023

  Thank you for the opportunity to respond to this complaint.  We apologize for any inconvenience this may have caused you.  Call tags have been issued for the return and potential credit for the brake parts.  Credit is pending inspection as the parts must be new and able to put back to stock.

  Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a set of 4 tires opened and account and was supposed to get special finance and didn't get it. I paid $50 online by the due date and was still charged a late fee and I am not getting the special finance like advertised. The tires cost $862.80 but now they say I owe ****** with interest and fees.

  

  Business response

  12/05/2023

  We apologize for the inconvenience.  We have reached out to the financial institution (CFNA) on the customer's behalf and ask that he be added to the special financing program.  Tire Rack doesn't have access to the customer's financial information through the credit card company to confirm if the order is receiving the special financing, so we have to wait until they confirm and get back to us.  There is a note in the customer's account, and a ************* Team Lead is monitoring for follow up with the customer once we know it's been resolved.  We appreciate the customer's patience as we try to get this resolved.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  

  Sorry I didn't see any where I was supposed to respond. Only saw a letter that basically said they could not see bank info. They didn't do anything and have not onoured the special finance they advertise thanks 

  

  Business response

  12/29/2023

  Thank you for your patience while we worked with the bank to get this adjusted.  The special financing has been added to the order, and adjustments made for any finance charges paid.

  Thank you.

  Customer response

  01/05/2024

   I am rejecting this response because:
  
  I read the reply that says they are going to give me the special financing and credit me the interest but I just got a new bill and nothing has been done. No credits and still interest being charged.
  

  

  Business response

  01/05/2024

  Please give it to your next billing cycle, everything should adjust by then.  ******** confirmed it was corrected.

  Thank you.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩